Search Results

• Report Service Desk 2020: It's All About Employee Experience

  Reliable, Accessible Services Fuel Innovation And Satisfaction

  October 6, 2020 | Charles Betz, Andrew Hewitt

  Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of...

• Report Build Your Operations Organization With Product Team Principles

  People: The Modern Technology Operations Playbook

  September 9, 2020 | Charles Betz, Andrew Hewitt

  Cloud, Agile, DevOps, and increasing attention to employee experience (EX) are challenging traditional infrastructure and operations (I&O) operating models worldwide. Team silos of technical...

• Report Streamline Your Operational Processes With Lean And Agile Thinking

  Processes: The Modern Technology Operations Playbook

  December 6, 2019 | Charles Betz

  Forrester client inquiries about IT process are increasing sharply as digital transformation and DevOps practices force many IT organizations to fundamentally reexamine the role of process in their...

• Report Beware The Automation Paradox

  Prepare For An Automated World Full Of Surprises And Requiring Higher Skills

  October 4, 2019 | Charles Betz, Chris Gardner

  Automate all the easy things, and what's left for people to do? The hard things. This maxim has never been truer. Automation reduces toil, but is this always a good thing? When systems become too...

• Report Now Tech: Enterprise Service Management, Q3 2019

  Forrester's Overview Of 24 ESM Providers

  August 19, 2019 | Charles Betz, Will McKeon-White

  Enterprise service management (ESM) offerings help enhance enterprise service delivery, support core IT service management (ITSM) processes, and speed overall service delivery. But to realize these...